이 특허를 인용한 특허 (180)

1. Hoffberg, Steven M.; Hoffberg-Borghesani, Linda I., Adaptive pattern recognition based controller apparatus and method and human-interface therefore.

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2. Kalavar, Rajeev P., Agent driven work item awareness for tuning routing engine work-assignment algorithms.

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3. Brunson, Gordon R., Agent-enabled queue bypass to agent.

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4. Gentle, Christopher Reon; Mogale, Nivedita; Ong, Mei Sing; Orbach, Julian; Rankine, Alastair John, Answer on hold notification.

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5. Dove,Michael, Apparatus and method for persistent display interface.

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6. Fagundes, Luciano Godoy, Automated, data-based mechanism to detect evolution of employee skills.

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7. Michaelis, Paul Roller, Automatic configuration of soft phones that are usable in conjunction with special-purpose endpoints.

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8. Flockhart, Andrew D.; Steiner, Robert C., Bidding work assignment on conference/subscribe RTP clearing house.

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9. Goringe, Chris; Krumm-Heller, Alex M.; Green, Alan; Runcie, Peter D.; Smith, Melanie L., Call center customer queue shortcut access code.

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10. Denton,Gregory A.; Cook,Wendy S., Call center telephone and data flow connection system.

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11. Steiner, Robert; Flockhart, Derek, Clearing house for publish/subscribe of status data from distributed telecommunications systems.

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12. Ellis, Michael D.; Thomas, William L.; Lemmons, Thomas R., Client-server based interactive guide with server recording.

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13. Ellis, Michael D.; Thomas, William L.; Lemmons, Thomas R., Client-server based interactive guide with server recording.

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14. Ellis, Michael D.; Thomas, William L.; Lemmons, Thomas R., Client-server based interactive guide with server recording.

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15. Ellis, Michael D.; Thomas, William L.; Lemmons, Thomas R., Client-server based interactive guide with server recording.

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16. Ellis, Michael D.; Thomas, William L.; Lemmons, Thomas R., Client-server based interactive guide with server storage.

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17. Ellis, Michael D.; Thomas, William L.; Lemmons, Thomas R., Client-server based interactive television guide with server recording.

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18. Ellis, Michael D.; Thomas, William L.; Lemmons, Thomas R., Client-server based interactive television guide with server recording.

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19. Ellis, Michael D.; Thomas, William L.; Lemmons, Thomas R., Client-server based interactive television guide with server recording.

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20. Ellis, Michael D.; Thomas, William L.; Lemmons, Thomas R., Client-server based interactive television program guide system with remote server recording.

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21. Ellis, Michael D.; Lemmons, Thomas R.; Thomas, William L., Client-server electronic program guide.

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22. Kunio Nagashima JP; Kazuyoshi Iijima JP, Communication system capable of displaying addresser information and method for displaying addresser-related information.

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23. Kiefhaber, Sarah H.; Kohler, Joylee E.; Paddock, Henry R.; Sobus, Katherine A.; Thomson, Rodney A., Contact center and method for tracking and acting on one and done customer contacts.

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24. Hackbarth, Kenneth R.; Jenson, Murray; Kiefhaber, Sarah H.; Kohler, Joylee; Swartz, Douglas W., Contact center performance prediction.

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25. Hackbarth, Kenneth R.; Jenson, Murray; Kiefhaber, Sarah H.; Kohler, Joylee, Contact center service monitoring and correcting.

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26. Clippinger, Joyce A.; Mullen, David C.; Rosen, Bridget, Coordinating work assignments for contact center agents.

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27. Bland, M. Alan; Friedl, Stephan Edward; Jennings, Terry Don; Olson, Jeffery James; West, Barbara Jo, Data extensibility using external database tables.

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28. Kiefhaber, Sara Hildebrandt; Snyder, Robert W.; Taylor, Robin Donald; Zanoni, David, Data model of participation in multi-channel and multi-party contacts.

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29. Ruff, Joseph; Johnston, Jr., Robert G.; Ulrich, Robert, Data-driven layout engine.

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30. Ruff, Joseph; Johnston, Jr., Robert G.; Ulrich, Robert, Data-driven layout engine.

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31. Tendick, Patrick; Thomson, Rodney A.; Zanoni, David, Database structures and administration techniques for generalized localization of database items.

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32. Olson, Jeffrey James, Date and time dimensions for contact center reporting in arbitrary international time zones.

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33. Bland, Michael Alan; Friedl, Stephan Edward; Jennings, Terry Don; Olson, Jeffrey James; Youngkin, Richard Shaffer, Deferred control of surrogate key generation in a distributed processing architecture.

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34. Bland, Michael Alan; Friedl, Stephan Edward; Jennings, Terry Don; Olson, Jeffrey James; Youngkin, Richard Shaffer, Deferred control of surrogate key generation in a distributed processing architecture.

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35. Flockhart, Andrew D.; Steiner, Robert C., Dynamic work assignment strategies based on multiple aspects of agent proficiency.

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36. Edwards, Thomas J.; Mullen, David C., Dynamically allocating server resources to competing classes of work based upon achievement of service goals.

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37. Edwards,Thomas J.; Mullen,David C., Dynamically allocating server resources to competing classes of work based upon achievement of service goals.

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38. Orlick,Jonathan B., Electronic program guide system with advertising messages in pop-ups.

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39. Bennington,Gerald E; Backer,George; Green,Shawn; Cooper,Bill; Spell,David; Rogers,Rosetta; Davis,Bruce; Morris,Michael, Electronic television program guide schedule system and method.

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40. Knee, Robert Alan; Favia, Anthony R.; Davis, Bruce; Miller, Larry, Electronic television program guide schedule system and method with data feed access.

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41. Steiner, Robert C., Grid-based contact center.

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42. Krimstock, Roger I.; Thomson, Rodney A., Hybrid database architecture for both maintaining and relaxing type 2 data entity behavior.

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43. Kano, Izua; Yamada, Kazuhiro; Kamiya, Dai; Onda, Yasushi; Murakami, Keiichi, Information processing device and method for displaying a window based on a priority of the window.

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44. Klosterman, Brian Lee; Schein, Steven, Information system.

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45. Klosterman, Brian Lee; Schein, Steven, Information system.

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46. Klosterman, Brian Lee; Schein, Steven, Information system.

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47. Klosterman, Brian Lee; Schein, Steven M., Information system.

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48. Hemm, Thomas L.; Kohler, Joylee E.; Thomson, Rodney A., Instant message contact management in a contact center.

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49. Hemm, Thomas L.; Kohler, Joylee E.; Thomson, Rodney A., Instant message contact management in a contact center.

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50. Kalavar, Rajeev P., Intent based skill-set classification for accurate, automatic determination of agent skills.

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51. Jolna, Stacy; Cusick, Richard P, Interactive advertising and program promotion in an interactive television system.

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52. Ellis, Michael D.; Thomas, William L.; Lemmons, Thomas R., Interactive guide with recording.

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53. Yates, Doug, Interactive media guidance application with intelligent navigation and display features.

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54. Knee, Robert A.; Reynolds, Steven J.; Ellis, Michael D.; Hassell, Joel G., Interactive television program guide system for determining user values for demographic categories.

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55. Knee, Robert A.; Reynolds, Steven J.; Ellis, Michael D.; Hassell, Joel G., Interactive television program guide system for determining user values for demographic categories.

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56. Ellis, Michael D.; Thomas, William L.; Lemmons, Thomas R., Interactive television program guide system having multiple devices within a household.

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57. Ellis, Michael D.; Thomas, William L.; Lemmons, Thomas R., Interactive television program guide system having multiple devices within a household.

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58. Ellis, Michael D.; Thomas, William L.; Lemmons, Thomas R., Interactive television program guide system having multiple devices within a household.

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59. Ellis, Michael D.; Thomas, William L.; Lemmons, Thomas R., Interactive television program guide system having multiple devices within a household.

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60. Ellis, Michael D.; Knudson, Edward B.; Thomas, William L.; Davis, Bruce L., Interactive television program guide system with operator showcase.

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61. Ellis, Michael D.; Thomas, William L.; Hassell, Joel G.; Lemmons, Thomas R.; Berezowski, David M.; Knee, Robert A.; McCoy, Robert H., Interactive television program guide with remote access.

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62. Ellis, Michael D.; Thomas, William L.; Hassell, Joel G.; Lemmons, Thomas R.; Berezowski, David M.; Knee, Robert A.; McCoy, Robert H., Interactive television program guide with remote access.

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63. Ellis, Michael D.; Thomas, William L.; Hassell, Joel G.; Lemmons, Thomas R.; Berezowski, David M.; Knee, Robert A.; McCoy, Robert H., Interactive television program guide with remote access.

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64. Ellis, Michael D.; Thomas, William L.; Hassell, Joel G.; Lemmons, Thomas R.; Berezowski, David M.; Knee, Robert A.; McCoy, Robert H., Interactive television program guide with remote access.

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65. Ellis, Michael D.; Thomas, William L.; Hassell, Joel G.; Lemmons, Thomas R.; Berezowski, David M.; Knee, Robert A.; McCoy, Robert H., Interactive television program guide with remote access.

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66. Ellis, Michael D.; Thomas, William L.; Hassell, Joel G.; Lemmons, Thomas R.; Berezowski, David M.; Knee, Robert A.; McCoy, Robert H., Interactive television program guide with remote access.

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67. Ellis, Michael D.; Thomas, William L.; Hassell, Joel G.; Lemmons, Thomas R.; Berezowski, David M.; Knee, Robert A.; McCoy, Robert H., Interactive television program guide with remote access.

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68. Ellis, Michael D.; Thomas, William L.; Hassell, Joel G.; Lemmons, Thomas R.; Berezowski, David M.; Knee, Robert A.; McCoy, Robert H., Interactive television program guide with remote access.

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69. Ellis, Michael D., Interactive television systems with digital video recording and adjustable reminders.

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70. Ellis, Michael D., Interactive television systems with digital video recording and adjustable reminders.

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71. Ellis, Michael D., Interactive television systems with digital video recording and adjustable reminders.

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72. Ellis, Michael D., Interactive television systems with digital video recording and adjustable reminders.

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73. Ellis, Michael D., Interactive television systems with digital video recording and adjustable reminders.

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74. Ellis, Michael D., Interactive television systems with digital video recording and adjustable reminders.

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75. Ellis, Michael D., Interactive television systems with digital video recording and adjustable reminders.

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76. Ellis,Michael D., Interactive television systems with digital video recording and adjustable reminders.

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77. Hoffberg, Steven M.; Hoffberg-Borghesani, Linda I., Internet appliance system and method.

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78. Hara Masahiko,JPX, Key telephone apparatus with [automatic] call distribution function.

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79. Masahiko Hara JP, Key telephone apparatus with call distribution function.

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80. Flockhart, Andrew D.; Steiner, Robert C., Mechanism for multisite service state description.

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81. Davis, Sheldon; Steiner, Robert, Mechanism for status and control communication over SIP using CODEC tunneling.

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82. Rao, Pradhan S.; Sloo, David H., Media content search results ranked by popularity.

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83. Flockhart, Andrew D.; Roybal, Larry J.; Steiner, Robert C., Method and apparatus for assessing the status of work waiting for service.

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84. Flockhart, Andrew D.; Roybal, Larry J.; Steiner, Robert C., Method and apparatus for assessing the status of work waiting for service.

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85. Flockhart, Andrew D.; Roybal, Larry J.; Steiner, Robert C., Method and apparatus for assessing the status of work waiting for service.

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86. Flockhart, Andrew D.; Roybal, Larry J.; Steiner, Robert C., Method and apparatus for assessing the status of work waiting for service.

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87. Flockhart, Andrew D.; Howell, Christopher Robinson; Mathews, Eugene P.; Romero, Chadwick Joseph, Method and apparatus for global call queue in a global call center.

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88. Kiefhaber, Sarah H.; Kohler, Joylee; Paddock, Henry R., Method and apparatus for identifying related contacts.

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89. Flockhart, Andrew D.; Roybal, Larry John; Steiner, Robert C., Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal.

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90. Bondarenko, Oleg; Shtivelman, Yuri, Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center.

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91. Flockhart, Andrew; Taylor, John Z.; Mathews, Eugene P., Method and apparatus for the automated delivery of notifications to contacts based on predicted work prioritization.

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92. Mullen, David Clarence, Method and apparatus to forecast the availability of a resource.

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93. Yates, Doug, Method and system for commerce in media program related merchandise.

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94. Yuen, Henry C.; Mankovitz, Roy J.; Kwoh, Daniel S.; Leung, Elsie Y., Method and system for displaying advertisements between schedule listings.

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95. Klosterman, Brian Lee; Schein, Steven, Method and system for displaying advertisements in an electronic program guide.

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96. Klosterman, Brian Lee; Schein, Steven, Method and system for displaying advertisements in an electronic program guide.

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97. Klosterman,Brian Lee; Schein,Steven, Method and system for displaying advertisements in an electronic program guide.

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98. Klosterman,Brian Lee; Schein,Steven, Method and system for displaying advertisements in an electronic program guide.

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99. Schein, Steven M.; Leftwich, James J.; Folker, David M.; Hunwick, Keith; Alba, Theresa; King, Molly K., Method and system for displaying advertising, video, and program schedule listing.

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100. Schein, Steven M.; Leftwich, James J.; Folker, David M.; Hunwick, Keith; Alba, Theresa; King, Molly K., Method and system for displaying advertising, video, and program schedule listing.

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101. Macrae,Douglas; Yuen,Henry, Method and system for displaying targeted advertisements in an electronic program guide.

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102. Venkataraman, Sashikumar; Barve, Rakesh; Garg, Pankaj; Rajanala, Pranav; Aravamudan, Murali; Rajasekharan, Ajit, Method and system for processing ambiguous, multi-term search queries.

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103. Yates, Doug, Method and systems for checking that purchasable items are compatible with user equipment.

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104. Michaelis, Paul Roller, Method by which call centers can vector inbound TTY calls automatically to TTY-enabled resources.

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105. Szlam Aleksander (Norcross GA) Owen James E. (Smyrna GA), Method for automatically obtaining and presenting data from multiple data sources.

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106. Aleksander Szlam ; James E. Owen, Method for consolidation of multiple data sources.

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107. Hackbarth, Jr., Kenneth R.; Jenson, Murray; Kohler, Joylee E.; Paddock, Henry R.; Sobus, Katherine A.; Zanoni, David, Method for discovering problem agent behaviors.

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108. Barve, Rakesh; Krishna, Ravi; Aravamudan, Murali, Method of and system for presenting enriched video viewing analytics.

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109. Raja, Moiz, Method to make a discussion forum or RSS feed a source for customer contact into a multimedia contact center that is capable of handling emails.

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110. Kim, Hong-Ki; Jeong, Seok-Hwa; Yun, Ju-Ho, Method, display system, and computer software for controlling icon appearance.

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111. Kim, Hong-Ki; Jeong, Seok-Hwa; Yun, Ju-Ho, Method, display system, and computer software for controlling icon appearance.

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112. Putterman, Daniel; Dietrich, Brad; Toeman, Jeremy; Freitas, Pedro; Legrand, Ludovic; McCaffrey, Shawn; Grimm, James; Jin, Lijia; Novaes, Paul, Methods and apparatus for client aggregation of television programming in a networked personal video recording system.

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113. Kazushige Hiroi, Methods and apparatus for rendering multiple images using a limited rendering resource.

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114. Nichols, Michael R., Methods and systems for performing actions based on location-based rules.

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115. Aravamudan, Murali; Rajasekharan, Ajit; Ramakrishnan, Kajamalai G.; Gupta, Mayank, Methods and systems for segmenting relative user preferences into fine-grain and coarse-grain collections.

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116. Aravamudan, Murali; Rajasekharan, Ajit; Ramakrishnan, Kajamalai G., Methods and systems for selecting and presenting content based on a comparison of preference signatures from multiple users.

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117. Aravamudan, Murali; Rajasekharan, Ajit; Ramakrishnan, Kajamalai G., Methods and systems for selecting and presenting content based on dynamically identifying microgenres associated with the content.

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118. Lemmons, Thomas R.; Zaring, Jon C., Methods and systems for updating functionality of a set-top box using markup language.

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119. Aravamudan, Murali; Rajasekharan, Ajit, Methods of and systems for content search based on environment sampling.

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120. Flockhart, Andrew D.; Hackbarth, Kenneth R.; Hemm, Thomas L.; Kiefhaber, Sarah Hildebrandt; Kohler, Joylee E.; Olmsted, Gary Edward; Ziobro, Jill B., Multi-tasking tracking agent.

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121. Knowles, James H.; Johnson, Kenneth David; Chang, Gordon, Multiple interactive electronic program guide system and methods.

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122. Knowles, James H; Johnson, Kenneth D; Chang, Gordon, Multiple interactive electronic program guide system and methods.

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123. Han Dongil,KRX, Multiple screen processor for processing video image data formats.

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124. Cyriac, Shaiju Kurian; D'Angelo, Diana Messano; Das, Sreerupa; Hill, Bruce Wallace; Leck, William Curtis, Next agent available notification.

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125. Hymus, Francis C.; Michaelis, Paul Roller; Windhausen, Richard Alan, Packet headers as a trigger for automatic activation of special-purpose softphone applications.

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126. Hemm, Thomas L.; Kohler, Joylee E.; Thomson, Rodney A., Post-termination contact management.

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127. Boyer,David G.; Cartwright,Sally; Harkreader,Susan K.; Hemm,Thomas L.; Kohler,Joylee; Seligmann,Doree Duncan, Presence awareness agent.

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128. Flockhart, Andrew D.; Foster, Robin H.; Mathews, Eugene P.; Ross, Jill K.; Taylor, John Z.; Thomson, Rodney A., Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills.

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129. Knudson, Edward; Hassell, Joel; Marshall, Connie; Lemmons, Thomas; Reynolds, Steven; Knee, Robert; Carpenter, Jr., Kenneth; Thomas, William; Herrington, W. Benjamin; Williamson, Steven; Ellis, Michael; Allison, Donald, Program guide system with flip and browse advertisements.

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130. Ellis, Michael D.; Knudson, Edward B.; Lemmons, Thomas R.; Hassell, Joel G.; Knee, Robert A.; Easterbrook, Kevin B., Program guide system with preference profiles.

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131. McCoy, Robert H.; Lumley, Daniel I.; Drummond, Bryan Mitchell; DeWeese, Toby, Promotional philosophy for a video-on-demand-related interactive display within an interactive television application.

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132. Snyder, Robert; Taylor, Robin D., Provide a graceful transfer out of active wait treatment.

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133. Geist, Marc; Paddock, Henry; Tendick, Pat, Real-time detective.

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134. Guo, Terry Qing; Neufeld, Nadav M.; Lau, Edwin K.; Wu, Haoyun, Reducing unicast session duration with restart TV.

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135. Olson, Jeffrey J., Report database dependency tracing through business intelligence metadata.

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136. Chee, Chuan Khay; Chopra, Jeannie Lin; Davies, Adrian Richard, Resource management facilitation.

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137. Putterman, Daniel; Dietrich, Brad; Toeman, Jeremy; Freitas, Pedro; Legrand, Ludovic; McCaffrey, Shawn; Grimm, James; Jin, Lijia; Novaes, Paul, Resource management for a networked personal video recording system.

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138. Flockhart, Andrew D.; Hull, Richard B.; Anderson, Gregory L.; Kumar, Bharat; Irwig, Kevin George, Routing based on the contents of a shopping cart.

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139. Ward, III, Thomas E.; Hancock, Kenneth; Macrae, Douglas B., System and method for displaying advertisements responsive to EPG information.

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140. Helmstetter, Gary, System and method for generating video taping reminders.

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141. Helmstetter, Gary, System and method for generating video taping reminders.

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142. Moore, S. Sean; Berezowski, David; Walker, Todd A.; Ellis, Michael D., System and method for metadata-linked advertisements.

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143. Moore, Sean S.; Berezowski, David M.; Walker, Todd A.; Ellis, Michael D., System and method for metadata-linked advertisements.

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144. Alexander, Ronald; Dias, Stephen; Hancock, Kenneth S.; Leung, Elsie Y.; Macrae, Douglas B.; Ng, Arthur Y.; O'Neil, Shawn P.; Shoaff, P. Christopher; Sutton, Jonathon; Ward, Thomas E.; Westberg, Thomas E.; Yuen, Henry C., System and method for modifying advertisement responsive to EPG information.

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145. Alexander, Ronald; Dias, Stephen; Hancock, Kenneth S.; Leung, Elsie Y.; Macrae, Douglas B.; Ng, Arthur Y.; O'Neil, Shawn P.; Shoaff, P. Christopher; Sutton, Jonathon; Ward, Thomas E.; Westberg, Thomas E.; Yuen, Henry C., System and method for modifying advertisement responsive to EPG information.

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146. Alexander, Ronald; Dias, Stephen; Hancock, Kenneth S.; Leung, Elsie Y.; Macrae, Douglas B.; Ng, Arthur Y.; O'Neil, Shawn P.; Shoaff, P. Christopher; Sutton, Jonathon; Ward, Thomas E.; Westberg, Thomas E.; Yuen, Henry C., System and method for modifying advertisement responsive to EPG information.

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147. Ward, III, Thomas E.; Hancock, Kenneth; Macrae, Douglas B., System and method for modifying advertisement responsive to EPG information.

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148. Ward, III, Thomas E.; Hancock, Kenneth; Macrae, Douglas B., System and method for modifying advertisement responsive to EPG information.

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149. Ward, III, Thomas E.; Hancock, Kenneth; Macrae, Douglas B., System and method for modifying advertisement responsive to EPG information.

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150. Mankovitz, Roy J, System and method for searching a database of television schedule information.

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151. Ward, III, Thomas E.; Hancock, Kenneth; Macrae, Douglas B., System and method for targeted advertisement display responsive to user characteristics.

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152. Lau, Erwin; Gaydou, II, Danny; Mechler, Robert, System and method for using television information codes.

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153. Schein, Steven M.; Leftwich, James J.; Folker, David M.; Hunwick, Keith W.; Alba, Theresa A.; King, Molly K., System and method for using television schedule information.

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154. Rasanen, Kirsten; Bryant, Jay S., Systems and methods for acquiring, categorizing and delivering media in interactive media guidance applications.

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155. Lundell, Gregory James, Systems and methods for auto-configuring a user equipment device with content consumption material.

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156. Rosenberg, Scott; Carlberg, Marvin, Systems and methods for automatically generating advertisements using a media guidance application.

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157. Schein, Steven M.; O'Brien, Sean A.; Leftwich, James J.; Broughton, Susan, Systems and methods for contextually linking television program information.

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158. Schein, Steven M.; O'Brien, Sean A.; Leftwich, James J.; Broughton, Susan, Systems and methods for contextually linking television program information.

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159. Alexander Ronald ; Dias Stephen ; Hancock Kenneth S. ; Leung Elsie Y. ; Macrae Douglas ; Ng Arthur Y. ; O'Neil Shawn ; Schoaff Peter Christopher ; Sutton Jonathon ; Ward ; III Thomas Edward ; Westber, Systems and methods for displaying and recording control interface with television programs, video, advertising information and program scheduling information.

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160. Ward, III, Thomas E.; Macrae, Douglas B., Systems and methods for displaying and recording control interface with television programs, video, advertising information and program scheduling information.

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161. Klosterman,Brian Lee; Schein,Steven, Systems and methods for displaying information regions in an interactive electronic program guide.

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162. Nishimura, Akitaka; Yoshimoto, Akio, Systems and methods for displaying media content and media guidance information.

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163. Luong, Shiang, Systems and methods for media detection and filtering using a parental control logging application.

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164. Ellis, Michael D.; Thomas, William L.; Lemmons, Thomas R., Systems and methods for multi-tuner recording.

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165. Emans, Matthew; Hoctor, John; Turner, Jonathan, Systems and methods for providing an interface for data driven media placement.

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166. Thomas, William L.; Ellis, Michael D.; Easterbrook, Kevin B.; Reichardt, M. Scott; Knee, Robert A., Systems and methods for providing storage of data on servers in an on-demand media delivery system.

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167. Craner, Michael L, Systems and methods for recording programs using a network recording device as supplemental storage.

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168. McFarland Max, Systems and methods for replacing open windows in a graphical user interface.

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169. McFarland, Max E, Systems and methods for replacing open windows in a graphical user interface.

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170. McFarland,Max, Systems and methods for replacing open windows in a graphical user interface.

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171. Bogart Frank J. ; Chou Fatsing ; Fisher Thomas S. ; Richman Paul L., Telecommunication feature for exchange of translation information between a computer and a telecommunication switching system.

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172. Mazza, Bruce P.; Michaelis, Paul Roller, Telephone-based user interface for participating simultaneously in more than one teleconference.

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173. Klosterman, Brian Lee; Milnes, Kenneth Alan, Television system with downloadable features.

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174. Arora, Sanjay, Time-based work assignments in automated contact distribution.

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175. Boyer,David G.; Cartwright,Sally; Harkreader,Susan K.; Hemm,Thomas L.; Kohler,Joylee; Seligmann,Doree Duncan, Topical dynamic chat.

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176. Eicholz, Alan David; Flockhart, Andrew D.; Christensen, Tore; Sobus, Katherine Anthony, Training optimizer for contact center agents.

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177. Bland, Michael Alan; Burgin, Daniel K., Treatment of web feeds as work assignment in a contact center.

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178. Bryant, Jay S.; Fereira, Edgar, User defined rules for assigning destinations of content.

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179. Kiefhaber, Sarah H.; Kohler, Joylee E.; Paddock, Henry R.; Sobus, Katherine A.; Thomson, Rodney A., Using true value in routing work items to resources.

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180. Harkreader, Susan K.; Uba, Gene Masaru, Waiting but not ready.

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